41 min

How to spend $129M on customer experience transformation Customer Experience Leaders

    • Business

Bruce Dobson is the Director Customer Experience and Business Transformation at the City of Boroondara. He is leading a revolutionary $129M customer experience and business transformation strategy at this local government. This transformation will reconstruct every customer touchpoint and operation over a 15 year period to truly focus on customer centricity. And on this episode, Bruce walks us through the $129M program in detail, the challenges they've had implementing it so far, and how they plan to return $182M in savings as a result of implementing the business case.

 

Resources mentioned: 
Leadership books by Patrick Lencioni (author)
The Boroondara Customer First Program — overview (article)
The Boroondara Customer First Program — business case (document)
Michael Momsen (LinkedIn)
Adam Jaffrey (LinkedIn)

 

Key takeaways (starts at 33:40):
Have a clear vision and executive buy-in
Have a plan and take ACTION!
Don't be afraid to work with external experts
Sell the ROI with a robust business case

Bruce Dobson is the Director Customer Experience and Business Transformation at the City of Boroondara. He is leading a revolutionary $129M customer experience and business transformation strategy at this local government. This transformation will reconstruct every customer touchpoint and operation over a 15 year period to truly focus on customer centricity. And on this episode, Bruce walks us through the $129M program in detail, the challenges they've had implementing it so far, and how they plan to return $182M in savings as a result of implementing the business case.

 

Resources mentioned: 
Leadership books by Patrick Lencioni (author)
The Boroondara Customer First Program — overview (article)
The Boroondara Customer First Program — business case (document)
Michael Momsen (LinkedIn)
Adam Jaffrey (LinkedIn)

 

Key takeaways (starts at 33:40):
Have a clear vision and executive buy-in
Have a plan and take ACTION!
Don't be afraid to work with external experts
Sell the ROI with a robust business case

41 min

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